Tickets Tickets -> Try to track breadcrumb trail when user submit tickets

[polarbear]

Hi!

We put an effort into making frequently asked questions available in our knowledgebase, to reduce load on customer care in general. However, every now and then support dept. is asked questions which are clearly answered in the knowledgebase. There might be two reasons for this:

1. Either the customer just didn't try to look up the information, or
2. The customer simply didn't understand the information given in the knowledgebase article.

Currently, we do not always know if the customers have tried to gather some information themselves or not, which can lead to the customer service representative referring to an article which the customers might have already read, but which they had a problem understanding.

This information can be useful for optimizing the service given, e.g. give a different answer to the persons who did not understand the content of the article, as opposed to the persons who simply didn't make an effort to look up the information themselves. It can be taken as poor customer service to be given a quote from a knowledgebase article if you have already read it and still need further help, and it's not a secret that not all customers are too detailed in their problem descriptions and request for help...

This, of course, rises a few questions, as for how the logging should be done (cookies, IP tracking, if the latter, what about proxies?), and for how long this information should be stored - put in another way - how long is this information relevant (we wouldn't want information about which articles the customers read a month ago, but a few hours ago might be interesting)..

I've seen Enom have a similar thing in their support center. I don't know if they actively use this information, but I am thinking it could probably be useful for some of us.

[Intrepid_Soul]

In our previous solution, when we recieved an email it would have a list of knowledgebase articles the user had browsed. This was helpful as we could anticipate some of the steps that had already been taken.

I find myself answering support request that have the following context:

"I read your article and did everything in it, what should I do now?"

or

"I was confused about step 6 of the article, could you explain it to me?"

As you can see, I have no way of knowing what article they are talking about. In the first case if the category they are refereing to has 12 articles, I have to waste both my time and theirs with a follow up clairty question. In the second case, I can narrow it down, only if I didn't procedurially enter all my articles.

So what is everyone's thoughts on this?

[mboehm]

Hi gang,
We are evaluating eSupport right now and have a question about the Troubleshooter. We have implemented a pretty complex tree structure to handle about 95% of our support inquiries. But I don't see anywhere where a person can reach "the end of a tree branch" and see "If you still have issues, click here to submit a ticket."

That ticket would have some sort of 'breadcrumb' information in it about which choices the user clicked on in the troubleshooter.

Thanks,
Matthew

[Jamie Edwards]

Threads merged